Refund policy

Note: For custom orders, please allow a minimum of 3 weeks and up to 8 weeks for delivery after placing your order. Due to the personalized nature of these items, we do not accept returns on custom orders.

Please note that handmade items are uniquely crafted, and as such, no two pieces are exactly alike. You may notice slight variations in size, shape, color, and other details. These differences are a natural part of the handcrafted process, adding to the charm and individuality of each piece.

Overview

At Down2Earth, customer satisfaction is our top priority. We take great care to ensure that your products arrive in perfect condition. However, we understand that occasionally items may be damaged during shipping. To address this, we have established the following return and refund policy.

Eligibility for Return and Refund

1. **Damaged on Arrival**: We only accept returns and issue refunds for items that are damaged upon receipt.
2. **Notification Period**: Customers must notify us of any damage within **3 days** of receiving the product.

How to Request a Return or Refund

1. **Contact Us**: Email us at  contactus@down2earth.com within 3 days of receiving your order. Please include your order number, a description of the damage, and photos of the damaged item.
2. **Return Authorization**: Once we receive your email, we will review the information and, if eligible, issue a Return Authorization Number (RAN). Do not send back the item until you receive this number.
3. **Returning the Item**: Securely package the damaged item and include the RAN. Ship it back to us at the address provided in the return instructions. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
4. **Inspection and Refund**: Upon receiving your returned item, we will inspect it to verify the damage. If approved, a refund will be processed to your original method of payment within 3-4 business days.

Important Notes

- Only items that are damaged upon receipt are eligible for return and refund.
- Notification of damage must be made within 3 days of delivery.
- The customer is responsible for return shipping costs, except in cases where we determine the return is due to our error.

Contact Us

If you have any questions about our return and refund policy, please contact us at  contactus@down2earth.com .